SHIPPING
We ship online through our website exclusively within Spain (excluding the Balearic Islands, the Canary Islands, Ceuta, and Melilla), and deliveries arrive within 24-48 hours (business days). Shipping is free within Spain.
We ship to the islands and the rest of Europe via email. We'll inform you about the shipping and return process, as well as the respective costs, depending on the destination.
EXCHANGES AND RETURNS (SPAIN)
The deadline for making returns is 14 days from the receipt of the product and it must be in the same condition in which you received it (in the same package and with its corresponding label) .
The return period is 14 days from receipt of the order. If the online return is processed through the company and not on its own, the return will incur a surcharge of €7.95 (which will be deducted from the amount paid by the customer upon return).
To make a return:
For domestic returns:
Inside the package, you'll find a card with return instructions. Please fill out the information requested on the card and insert it into the package.
Then, write us an email to contact@matelierdesign.com , including your order number in the subject line and the product you're returning. We'll reply to the same email and arrange for the product to be picked up wherever you indicate, at a time that best suits you.
We ask that you place the box inside plastic wrap. This way, we can reuse your box and protect the environment. The return label will be affixed by the carrier upon collection of the package.
Our delivery drivers offer a free exchange service for package pickup customers, so customers must adapt to the delivery drivers' pickup times. If they cannot adapt to these pickup times, the customer must exchange the product at their own expense, assuming the shipping costs and ensuring that the package arrives within the requested timeframe.
With returns the process will be the same, but with an additional cost of €7.95 if the management is carried out by us.
As soon as we receive the package and check the condition of the product (with its corresponding label), we will process the refund. This process (from the time you request the return until it arrives at our showroom) can take approximately 5 business days.
Returns can also be made in-store. Items must be returned in the original packaging and must include the corresponding tags. This way, the €7.95 shipping and collection fee will not be charged.
Regarding size exchanges, if you require a new size, you will need to return the product and purchase a new one (if it is still in stock online). We recommend calling us so we can guide you on dress sizing, as not all styles fit the same.
The first size or color exchange will be free of charge and will not incur any additional cost for the customer, as long as they ultimately keep the product. If they change the size or model and ultimately wish to return it after receiving the second shipment, they will be charged for both shipments. Finally, if the customer keeps one of the products after the second size or model exchange, they will only be charged for the first shipment.
For international returns:
The customer must be responsible for returning the package, which must be received within 14 days of receipt.
The shipping address for the package is as follows:
MATELIER: Calle Fernández de la Hoz 31, basement left (01 intercom) 28010, Madrid
It is therefore the customer's responsibility to ensure the package arrives safely at our store within the specified timeframe. In the event of loss or misplacement, the customer must assume the cost of the package.
Complaint forms are available to consumers at our establishment located at C/Fernandez de la Hoz 31, basement left, Matelier Studio Design.